TTS Head- South Africa, Managing Director at Citi

Key Responsibilities:

• The TTS Head is responsible for the ultimate direction and delivery of TTS solutions and services and leadership of the country TTS team, ensuring that all aspects of TTS activities generate optimal returns and drive customer satisfaction. All this should be managed within the highest standards of risk management and governance.  Managing operational risk and related controls is a critical part of the role.

Client & Franchise Outcomes

Corporate, Commercial & Public Sector Sales

• As part of Corporate , Commercial and Public Sector Sales leadership, articulate sales priorities and initiatives as aligned with the global and cluster sales goal , and within the boundaries of the Citi strategy and target market.
• Drive sales performance locally across TTS Sales & Coverage teams and step in as an escalation point if required to deliver optimal solutions to clients.
• Ensure country sales  pipeline management discipline & execution against defined Sales KPI’s for the country
• Support RFP & implementation activities where required & oversee timely revenue ramp up of new business.
• Embed customer segmentation, product positioning, pricing, and marketing plans for each client segment through strategic framework lens (ADDL, CCB, e-Comm.) & application of consistent global scorecard.
• Ensure TTS training & ongoing TTS updates across local Coverage & Franchise partners for continuous upskilling of sales practices. Act as the local senior contact for TTS opportunities.
• Be the country senior contact for top TTS clients -  develop and maintain senior client level contacts

Client Experience Agenda

• Lead TTS client experience agenda across the country ensuring visibility & engagement on all key client issues & escalations. 
• Lead the client life cycle management agenda for TTS in the country from prospecting and development, through to client exists from time to time.
• Accountable for each client’s experience in country and for assisting ease experience across global network.
• Work across all stakeholder groups, (in-country or outside, TTS, Operations, & non-TTS) that are negatively impacting client experience in that country to define & implement tactical and strategic “path to green.”
• Alignment with regional Client Experience forums to ensure local, regional & global challenges being addressed efficiently & consistently.
• Intensive focus on client experience drivers/KPI’s & ultimately Voice of Client as reflected in scorecard metrics.

Strategy Development & Execution

• Development of the local TTS franchise plan, in direct alignment with TTS’ global strategic priorities, market trends, customer needs and regulations.
• Align & embed TTS global strategic priorities with the local franchise.
• Ensure consistent understanding of TTS strategy & obtain local franchise/stakeholder support required to successfully execute (i.e., CCO, GNB, Banking  HR, etc.).
• Translate global TTS strategy into actionable execution plans locally.
• Engagement with cluster/region/global Product, Sales & Risk functions to ensure clear articulation of local requirements & developments that may enable or hinder strategy execution in country.
• Provide local competitive analysis, market intelligence/expertise & network sensitivity to identify emerging opportunities or threats to sharpen global strategy & deepen network knowledge. 

Culture, People & Talent

• Coordinate talent development and partner with cluster/global product leaders to do resource planning for the product teams in the country.
• Partner with cluster product leaders to manage talent acquisition – the right people for the right roles
• Set & oversee country specific goals for in-country TTS teams by aligning with Global/ Cluster TTS priorities & local franchise objectives.
• Alignment with cluster and global talent partners  to encourage career mobility & diversity initiatives
• Employee Engagement -  leading employee engagement communication and initiatives for  the local TTS team and  being an effective partner to the franchise management and cluster leads in managing VoE (Voice of Employee)
• Accountability for setting Citi’s cultural tone, and for the conduct of local team ensuring compliance with Code of Conduct & TTS Conduct Risk framework.

Product Management

• Motivate for discretionary product development spend for country in partnership with cluster product team & in alignment with global strategic plans.
• Articulate  regulatory -driven product development needs, and support & hold accountable cluster and global partners in ensuring  regulatory-driven product book of work is effectively managed
• Alignment with global technology investment prioritization process between global, cluster & country planning & execution.
• Align with operations and technology partners to ensure scalability and performance of new products/ enhancements or sunsetting of legacy/ non- core offerings.
• Develop the inorganic growth strategy through partnerships, alliances, and strategic product development to capture a greater share of wallet.
• Embed a culture of disciplined Product Development, based on strategic tech investment, scalability, ROI & Product Launch Framework adherence – hold product teams accountable.
• Frequently review together with product partners the competitiveness of the local solutions in terms of relevance, scale , fit, client adoption, resiliency, functionality , service and price.
• Hold product teams accountable for ensuring that TTS product capabilities are accurately updated & maintained in the capability grid.
• Lead network prioritisation & rationalisation where applicable. Ensure efficient prioritisation of Citi resources to maximise ROI, deliver highest impact for Citi & ensure appropriate local resilience & competitiveness.

Franchise

• TTS Ambassador – articulate & drive the TTS narrative & agenda clearly with franchise stakeholders & clients – constantly educate our stakeholders.
• Ensure aligned messaging – consistent strategic narrative
• Hold partners & functions accountable for enabling TTS performance to ensure optimal client experience.
• End-to-End TTS accountability – act as the TTS coordination point locally to ensure alignment across TTS products & functions including but not limited to Corporate Treasury, CCO, ICRM and ensure no gaps exist.
• Agent of change – lead & champion TTS transformation initiatives locally.

Risk and Controls

Governance, Risk & Controls

• Ensure a strong risk and control culture within the country TTS team.
• Oversee and directly engage in, as appropriate, key risk & control activities such as regulatory interaction, internal or external audits/reviews, Issue & CAP management, MCA, Continuity of Business, Regulatory Change Management etc.
• Ensure proactive ownership for issue ownership & execution and that risks are inside of the business risk appetite
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to related policies, applying sound ethical judgment regarding personal behavior, conduct and business practices,
• Escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards
• Hold product management team accountable for disciplined adherence to NAC, SIRR, Product Approval Program, and related processes, and adhere to all global and regional requirements.
• Represent TTS in all in-country Senior Management Committees in the country franchise, and applicable management forums, including Cluster and Regional forums as needed.
• Accountability for ensuring all stakeholder & client communications plans are developed & executed early & comprehensively.
• Lead TTS regulatory advocacy agenda in country. Maintain strong & transparent relationship with regulators, ensuring effective two-way communication & cooperation, aligning fully with ICRM and Government Affairs partners. 

Resilience

• Proactive assessment & escalation of Platform resiliency performance & risks.
• Senior Manager Regime (or equivalent) accountability where applicable.
• Crisis management leadership.

Financials

• Create and deliver the annual financial plan tied to key drivers and existing and potential customers.
• Achieve targets set for revenues, expenses, EBIT, balance sheet, and client related metrics – pipeline, win/loss, new wins, rebids, and underlying drivers – (balance sheet, transaction volume).
• Focus on returns, based on sustainable growth drivers & active “Alpha” management.
• Drive continuous productivity through the business end to end – front & back office.
• Ensure prudent expense mgmt., efficient resource allocation & strategic organisation design implementation.
• Track & challenge expense movements. Challenge ROI for allocations and ensure TTS partners are accountable for allocations they are sending.

Development Value:

Manage and coordinate the complexities of multiple geographies and diverse cultures, while leading seasoned leaders. Strong pathway to Regional Product or TTS Cluster leadership opportunity. Exposures to senior stakeholders, influencing strategic thinking and direction. Grow interpersonal skills through multi-geography exposure to partners, build an expansive network within the TTS organization and expand product knowledge and breadth across all the activity spaces and products within TTS and its key partners.

Knowledge/ Experience:

• Strong experience in a leadership role, including 15+ years in leadership or managerial roles.
• Demonstrated experience in Product Management and/or Product Development discipline.
• Exceptional understanding of Trade and Cash products
• Experience in and understanding of new technology developments, their applications and how those enable product delivery.
• Deep understanding of banking products, banking infrastructure and processes
• Deep understanding of financial markets infrastructure, regulatory landscape, and important emerging developments.
• Experience or understanding of e-commerce solution capabilities advantageous.
• Proven track record of success in positions requiring financial acumen.
• Experience with and confidence in delivering presentations to clients and senior managers.
• Prior ownership and management of a budgetary process, as well as P&L with a proven track record as an action oriented individual, with an ability to synthesize, prioritize, and drive financial results with urgency, and strategic analytical & critical thinking skills.
• Proven ability to spot and develop opportunities to build alliances and partnerships so as to drive   innovative solutions, Deep, broad and diverse functional experience (e.g., marketing, credit, acquisitions, product development and analytics) with a strong track record of driving business innovation and leveraging management information and data analytics to drive results
• Proven track record as an action-oriented individual who has led cross-functional teams to define and achieve high value business objectives and ability to work independently, with follow through and capable of owning and managing projects from end-to-end.
• Significant experience in serving a range of clients and in dealing with senior levels of client management.
• Proven analytical, presentation and communication skills with an ability to explain complex concepts in a compelling way
• Product development skills and a commercial acumen with a proven track record of successfully bringing products to market
• Exceptional interpersonal skills with ability to influence and build consensus.